Serendipity

We’d happily stay at serendipity again if we return to Napoli. The room was spotless, tidy, and really spacious, and we could WhatsApp Alessandra, who was attentive and friendly. The place is just across from Napoli Garibaldi, which made connecting trains super convenient.

Alessandra was such a gracious host. She gave us a map of Naples and took the time to explain how to get around. Our room was clean, roomy, air-conditioned, and comfortable. The little lobby had coffee, tea, and water available anytime. It’s right by the train station, though there are some steps to walk up. We had a nice stay.

You’ll need to be fine with stairs, but the climb is worth it. From the outside, the place looks less inviting than it is inside. Our room was clean and surprisingly quiet, with comfortable beds, plenty of hot water, and free WiFi that worked well. There’s no breakfast, though tea and coffee are provided. For the price, I can’t see how it could be better. The hostess was charming and helpful.

My cousin passed away suddenly, so I couldn’t make the trip. I tried several times to reach the hotel by phone and email to explain and ask for help, but heard nothing until two days after the booking date had passed. They eventually said I needed a waiver for a refund, but sent it two days after the booking was confirmed, when it was already too late. The silence and lack of support during a personal emergency were incredibly disappointing. Two other non-refundable hotel bookings I made through Hotels.com were refunded without hesitation given the circumstances, but this hotel showed no flexibility or empathy. I’d also paid extra for a refundable option that was supposed to let me cancel up to three days before arrival, yet I received nothing. In a situation like this, I expected some human understanding. Unfortunately, that wasn’t my experience.